Ms. Juliet Morris of International Banker interviews Nahla, Deputy General Manager and Chief Operating Officer of AM Bank. Today, International Banker is joined by Nahla, Deputy General Manager and COO of AM Bank, to discuss the bank’s approach to customer service, the take-up of digital banking in Lebanon and the “opportunity gap” for women employed in the Middle East banking sector. Nahla, welcome. Thank you. AM Bank has received a lot of recognition for its innovation. What is the biggest single way, do you feel, that you are more innovative than your peers? I think we recognize that innovation is not something that can be dictated by top management. Innovation is triggered by a certain foundation. Innovation is the outflow of people’s passion and people’s creativity. When you recognize that, then you must recognize that there’s a certain way of managing your organization and laying down the foundation to be able to trigger innovation, passion and creativity. And we recognize that, and we consider that to be one of our core functions as senior management of the bank.